NTA Mystery Shops 
                                                              Dublin Bus
                                                               Quarter 1 2020
                                                                        41300972
       Outline of Presentation
                                            •   Background to Research
                                            •   Section 1: Stop Maintenance Performance (SI)
                                            •   Section 2: Customer Information Performance (CI)
                                            •   Section 3: Bus Equipment Performance - E.1
                                            •   Section 4: Cleanliness Performance - C.1: Bus Cleanliness
                                            •   Section 5: Bus Driver Performance - D.1
                                            •   Summary
                                            •   Appendix
       2
      Background to Research
                 This research programme monitors service, quality and compliance with contractual Dublin Bus requirements through 
                 “mystery shopping‟ surveys, to measure key aspects of service delivery. This mystery shopping programme was 
                 designed to provide robust and actionable data to the National Transport Authority to measure the overall service 
                 performance of Dublin Bus through the eyes of its ‘customers’.
                 178 mystery shops were conducted during Quarter 1 with mystery shoppers acting as passengers while waiting for and 
                 on board selected Dublin Bus routes around the city.  A broad spread of bus routes were covered across different days 
                 of the week and times of the day. 9 Dublin Bus Head Office interviews were also completed and included in Quarter 1 
                 data.
                 The mystery shops were carried out by trained Kantar Millward Brown interviewers, following an initial pilot and briefing 
                 session.  These interviewers use portable HAPI (HandHeld Personal Interviewing) devices which enable both discreet 
                 and effective captures of location, bus and driver details at stops, when boarding, on board and after alighting buses.
                                  th             th
                 Quarter 1 2020: 6 January – 15 March 2020
                We have used the following symbols to indicate significant differences versus previous quarter i.e. Qtr 4  September –
                December 2019      or year on year changes for same quarter last year i.e. Qtr 1 January – March 2019 
                                 Q4                                                                                  Q1
      3
                                Section 2:
                      Customer Information Performance